GoToAssist Software


 

GoToAssist by Citrix is a comprehensive cloud-based remote support, service desk and mobile device support solution. It’s designed to intelligently route service requests and automatically prioritize them based on the service department’s own parameters.

GoToAssist includes a comprehensive ticketing and incident management system that minimizes repetitive form filling. It allows for the creation of custom task macros, which can automate many commonly repeated tasks. Agents and customers can add formatting to service requests and attach supplemental documents to help clarify the request. This system also features an intelligent incident management system that’s able to detect recurring issues and suggest the best ways to address them.

GoToAssist includes a full-featured knowledge management center. In addition to making the information service desk operators need to close tickets close at hand, it can also be used as the core of a customer-facing self-service resource channel.

 

GoToAssist - Remote support
 
  • GoToAssist - Remote support
    Remote support
  • GoToAssist - Live support
    Live support
  • GoToAssist - Support
    Support
  • GoToAssist - Invite customer
    Invite customer
  • GoToAssist - Organize machines
    Organize machines
  • GoToAssist - Inventory
    Inventory
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

16 Reviews of GoToAssist

 

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Software Advice Reviews (5)
More Reviews (11)

Showing 1-5 of 5

Gregory from Gregory G Miller Photography
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

Disappearing password file??

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I can only relay on my experience. I had gotoassist clean up my computer. In the process a text file of all my logins and passwords disappeared. Fortunately the passwords were encrypted and there was a backup on a separate drive, but it begged the question why did that particular file disappear. In a follow up conversation with the company supervisor he tried to tell me the text file never existed. I've referenced that file for over 10 years. I have no idea how he would come to that conclusion. I'm now changing all my logins and passwords.

 
 

Miguel from Arroyo Vista
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2017

February 2017

IT Tools made easy with GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

GoToAssist is a solid product. It can't get any easier when remotely providing support. Being a user for 2 years, I sometimes take for granted how much easier it's gotten. We use to use VNC, Teamviewer and Join.me, however, started having issues when a product marked as Free then was no longer free, or how another product is just not safe to have in your network. With GoToAssist you get the ease of use for both the person providing support and the person receiving support. Although it's not free if you are a Non-Profit there are ways to significantly reduce the price by half on a yearly subscription.

Pros

Ease of Use
Intuitive
Offers other built-in tools

Cons

Retail Price a little high compared to other free products

 
 

Gary from Codding Consulting
Specialty: Software / IT

August 2016

August 2016

GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Easy to use and easy to connect to friends I help with their issues. I have a few older folk who own computers but aren't too savvy and it is easy to get them to download the file and run the GoToAssist setup.

Likes Least

Need to be able to get it consistently on a need to use basis, I don't charge a lot of the people and a subscription is daunting. I don't seem to be able to pay a one-time fee anymore.

Recommendations

None, I have never used any other applications for remote connection.

 
 

Zachary from ARHD
Specialty: Software / IT

August 2016

August 2016

fantastic remote software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

easy to use, easy to deploy onto end user machines who don't already have the software. relatively easy to learn and explain to end users.

Likes Least

doesn't quite have the features or power of bomgar client, and bomgar is a bit easier to get connected to end user machines

Recommendations

check everything out, pcanywhere, go to assist, bomgar, kaseya - most have similar features but it comes down to ease of deployment in the environment if it's on managed services machines kaseya or bomgar are your choice, and if it's on random on non managed machines then bomgar and gotoassist may be your preferred remote assistance software.

 
 

Karrie from Eco-IT Networking, Inc.
Specialty: Software / IT

February 2015

February 2015

GoToAssist convenient for connecting to users, and servers.

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I've used this product working at many companies. It's a quick time-saving way to connect to customers computers and resolve issues quickly. You can have a list of customers if you need to reconnect or use only a one-time connection with no saved option to reconnect. I can take care of more issues using this tool than any other remote connection tool.

I like the one time use of the product or saving connections to use in the future.

Likes Least

Pricing is what I like least about GoToAssist. That is the only thing I like least about this product. Everything else about this product works great and I've never had problems or confusion from customers connecting to the product.

Recommendations

Weigh the cost of the product versus benefit to customers and volume of calls. As you always want to keep your cost low. Although this is a great product, cost can be high. Really try to work out a good deal with the vendor.

 
 
 
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